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Blog

From traditional customer service to next generation proactive support

by Gianluca Ferranti | September 21, 2017

Technology has allowed many industries to revolutionize. Even in the business process outsourcing industry, particularly in the call centers sector, there’s been a lot of new developments.

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Topics: next generation proactive support, customer service

How call deflection enhances call center customer experience

by Luca Cermelli | September 19, 2017

Striving for optimal customer experience is a constant battle that call centers must undertake and one of the sustainable ways to achieve this is through call deflection.

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Topics: call deflection strategy, call center

How co-browsing can improve call center customer experience

by Gianluca Ferranti | September 13, 2017

Giving the best customer experience in a call center is one of the main goals set by management. Through co-browsing, you are giving your clients optimal experience.

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Topics: call center, co-browsing benefits

The importance of mobile customer engagement in call centers

by Michele Albertini | September 11, 2017

Engaging customers even while they are on their mobile phones is one of the biggest goals for call centers today. Contact centers know that majority of people have mobile phones and access information through these devices. 

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Topics: mobile customer engagement, call center

Reduce average handle time in call center thanks to chat automation

by Luca Cermelli | September 07, 2017

One of the biggest challenges of call centers is maintaining a decent average handle time during its peak hours. The more support requests that come in, the longer customers have to wait to get entertained by a free agent.

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Topics: chat automation, call center

3 main call center agent problems

by Gianluca Ferranti | September 04, 2017

Those phones aren’t going to pick themselves up and solve your customers' issues. Face it: agents are the main assets of a call center.

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Topics: call center agent

5 tips for improving your call center management

by Luca Cermelli | August 29, 2017

At its heart, managing a call center similar to managing any organization. Benchmarking, saving time, optimizing processes and focusing on your people will be beneficial to improving call center management.

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Topics: call center, call center management

Call deflection strategy: how to reduce call center volume

by Michele Albertini | August 23, 2017

Reducing call center volume should be a priority for contact centers. 

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Topics: call deflection strategy, call center

Are you measuring the right call center KPIs?

by Gianluca Ferranti | August 17, 2017

Tracking Key Performance Indicators (KPI) in your call center is more than necessary if you want to make sure your contact center is performing efficiently and you are serving customers in the best possible way.

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Topics: call center KPIs

3 ways to optimize your call center back office system

by Luca Cermelli | August 09, 2017

It’s easy to overlook back office efficiency in call centers since most of the focus is on the frontline operations.

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Topics: call center, call center back office system

Real-time collaboration: a must-have for modern banking

by Gianluca Ferranti | July 05, 2017

Banks today operate in age where the customers have more demands and expectations.

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Topics: realt-time collaboration, banking customer service

3 powerful Vivocha features for mobile customer support

by Luca Cermelli | June 28, 2017

 Mobile phones have grown in importance in the last few years. More and more people want to achieve more things 

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Topics: mobile customer support, vivocha features, customer service

Text chats and social media: the favourite channels to attract Millennials

by Michele Albertini | June 21, 2017

It’s inevitable. Millennials will have the biggest financial influence in the next few decades and today, we are already beginning to feel their increasing purchasing power. 

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Topics: social media, millennials and banking, live chat

3 Key Benefits of Having a Customer Interaction Platform For Your Bank

by Gianluca Ferranti | June 13, 2017

You don’t have to be working for a bank to know that the number one reason a customer switches to another bank is because of bad customer service. 

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Topics: banks, integrated platform, customer service, customer interaction platform

How to enhance Personal Financial Management projects with Vivocha video chat

by Michele Albertini | June 07, 2017

Organizations that offer personal financial management services need to stay in close contact with their clients or risk losing business.

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Topics: video chat, financial management projects

Millennials and Banking: 3 Things Banks Can Do to Increase Their Market Share

by Gianluca Ferranti | June 01, 2017

Congratulations! You've finally made it. While most of those who work in the financial sector, or any sector for that matter, 

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Topics: banks, millenial market share, mobile interactions, millennials and banking

3 Best Practices to Build Multi-Channel Customer Engagement in Banking

by Gianluca Ferranti | May 26, 2017

Any moderately competent marketing professional will tell you that customers are now spread throughout different communication channel

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Topics: multichannel customer engagement, banks, multichannel communications, video chat, integrated platform

3 Obsolete Communication Channels Still Used by Banks Today

by Luca Cermelli | May 23, 2017

Despite banks’ improvement of customer experience recently, there is still much to be desired as revealed in Capgemini’sWorld Retail Banking Report for 2016.

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Topics: communication channel, banks, customer service

Why Website Chat Fails Banking Customer Service

by Gianluca Ferranti | May 18, 2017

If you are one of the banks that already adopted chat functionalities for your website, then that’s a good start. 

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Topics: banking customer service, live chat, multichannel customer engagement

4 Reasons to Attract Young People to Banks

by Luca Cermelli | May 15, 2017

Like it or not, teenagers and especially those who are in their early 20s will be your future market.

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Topics: banks, generation Z, customer engagement

How Online Customer Engagement Platform Vivocha Tackles Mobile Banking

by Michele Albertini | May 10, 2017

Mobile banking is important for giving customers on-the-go banking services wherever they are

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Topics: online customer engagement, mobile banking, online banking, customer interaction platform

3 Reasons Why Online Banking Service Self-Care Fails

by Luca Cermelli | May 05, 2017

I’m sure the many advantages of self-service online banking have been covered at length all over the internet. 

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Topics: online banking, online customer service, banking service, customer experience

Co-Browsing Benefits That Improve Online Banking Customer Service

by Gianluca Ferranti | May 03, 2017

Advancements in technology have brought a golden age for services - particularly customer service. 

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Topics: online banking, online customer service, co-browsing benefits

5 Common Communication Mistakes Banks Make Today

by Luca Cermelli | April 26, 2017

Banking institutions are such integral parts of daily life that sometimes it’s easy to forget that they have their own worlds.

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Topics: communication mistakes, banks, digital native market., online customer service

2017 Online Banking Customer Service Trends

by Mktg team | March 30, 2017

Online banking has gone a long way since the early 2000s and now that it’s 2017, there are a lot of exciting new developments that we may not have expected then. 

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Topics: Blog, online banking, customer service trends, mobile payment

Proactive Chat

by Mktg team | November 30, 2012

The goal is to prevent customer problems. The proactive support means also identify ways in which the customer experience can be improved without the customer requests it.

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Topics: News

Top reasons to invest in Online Customer Service

by Mktg team | April 10, 2012

For our Italian customers, an interesting infographics about Digital Advertising, Online Shopping, and Conversion Rate. It’s never been more important to invest in customer service.

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Topics: News

Multichannel Customer Service – CallBack – Chat – VoIP

by Mktg team | February 16, 2012

According to a 2011 Forrester Consulting research, phone is still the preferred communication channel for Customer support. 79% of those surveyed declared to prefer a “voice conversation” considering it more efficient and fast than other channels.

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Topics: Blog

Customer Service is key to boost online sales

by Mktg team | October 27, 2011

With online shopping becoming more and more popular these days — are you getting ready for Christmas season, do you — it’s critical for retailers to offer the best customer service possible.

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Topics: News

The Short Life of Online Sales Leads

by Mktg team | October 22, 2011

In the next 10 years the eCommerce business is estimate to grow 5x the traditional brick and mortar market.

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Topics: News